Karbon Homes Limited (202016566)

REPORT

COMPLAINT 202016566

Karbon Homes Limited

20 May 2021

Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

1. The resident complained about:
   1. The landlord’s handling of the kitchen replacement.
   2. The landlord’s handling of thier concerns about its Health & Safety and Covid guidance adherence.
   3. The landlord’s response to thier request for compensation.

Determination (decision)

2. In accordance with paragraph 55 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress to the complainant which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

3. The resident complained to the landlord about its handling of the kitchen replacement.
4. The landlord provided its final response to the complaint, on 10 March 2021. It responded to the points the resident raised in their escalation request and agreed to would attend and assess what outstanding works were required, so that it could schedule the completion of these works. In addition, it offered the resident £375.31 compensation in recognition of the loss of use of their kitchen, distress and concern.
5. After the final response was issued, the parties were in further communication about the complaint, as the resident indicated that they were not satisfied with the outcome of the complaint. On 22 March 2021, the landlord responded to the resident and increased its offer of compensation to £875.31.
6. Following this, the resident’s local Councillor referred their complaint this Service for consideration. We contacted the resident to discuss their complaint on 28 April 2021. They said that to resolve their complaint, they wanted the landlord to complete the works to the kitchen to a good standard and offer £1500 compensation in recognition of the distress the situation had caused them.
7. This Service contacted the landlord and relayed the outcome the resident was seeking to resolve their complaint. As part of our mediation process, the landlord agreed to increase the compensation it offered the resident to £1000. In addition to this, the landlord confirmed that an agreement was in place for it to complete the outstanding works to the kitchen and the resident had been appointed a member of staff to contact in case any queries arise while the outstanding works are being completed.
8. We discussed the landlord’s offer with the resident on 20 May 2021 and they confirmed that they considered the landlord’s offer a satisfactory resolution to their complaint. The resident also confirmed that they had been given a sole point of contact to raise any queries that may arise with the kitchen.
9. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:
   1. “At any time, the Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘resolved with intervention’.”
10. The Ombudsman is therefore satisfied, following the intervention of this Service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Recommendation

11. This Service recommends that the landlord make the compensation payment to the resident within three weeks of the date of this report. Once the payment has been made, the landlord should send confirmation to this Service.